The player from India had made a successful deposit of INR 3000 for a bonus of 30 free spins, but due to a delay caused by the payment provider, the deposit credited to their wallet after the time limit for claiming the bonus. Despite explaining the situation to support, the player was unable to receive the bonus. The Complaints Team had clarified that while the situation was unfortunate, it was not the casino's fault, and emphasized that casinos were not obligated to honor expired bonuses. Consequently, the complaint was closed as no further assistance could be provided.
Rajbet Casino - Player missed bonus due to delayed deposit.
Amount: 3,000 INR
Rajbet Casino
Safety Index:HighSafety Index
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8.0
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
i make a deposit on site of inr 3000 for a bonus of 30 freespins of 80 inr each bonus was available till 11 oct 2024 12.30pm ist. i do transaction at 0.05 am ist which was successful instant from my side there was an error from payment provider so deposit credited to my wallet at 14.07 pm ist. so i go to support for claiming my bonus which was disappeared because of time limit they told it cannot be added now because time is over so i explain everything to them still they do not listen anything i need my bonus 
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2 months ago
Dear Arbaz143,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to give you a bonus that is not valid anymore. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.
I understand that this situation was unfortunate and not your fault, but clearly, it wasn't the casino's fault either.
I apologize for not being able to provide more assistance in resolving this case.
Thank you for your understanding.
Best regards,
Kristina
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2 months ago
i know but my transaction was in meantime when bonus was available it's the payment provider of the site which takes usually 14 hours because of there technical problem. if any payment provider have technical problem so is my fault ?
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2 months ago
Thank you for your reply, Arbaz143. Please get back to my last message:
I understand that this situation was unfortunate and not your fault, but clearly, it wasn't the casino's fault either.
I believe that the sentence clearly indicates that this was the payment provider's fault. Unfortunately, issues like this happen and I am afraid that we are not able to assist you further. As I explained, we are not in a position to force casinos to credit bonuses that are expired.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
